Walmart Supercenter — Local services in San Juan

I had an awful experience at your store on October 1. While I was in the elevator, an employee hit me with a product carrier and did not offer any apology or courtesy.

The main issue occurred when I went to customer service to return a pack of rice and chips that I had purchased September 30,with the receipt in hand. The representative asked me if anyone had given me a sticker for the items when I entered Walmart, and I explained that no one was at the entrance. I also described exactly what I did: I parked my car in Parking P1 about 40–50 minutes earlier, took a cart, placed my products inside, went up to the second floor by elevator, came back down to the first floor, bought additional items, paid for those, and then went to customer service.

The associate (whose name I unfortunately do not recall) then called someone, I believe to check the camera footage. However, she continued speaking on the phone in Spanish without offering me any explanation or update. I assume she was asking them to review the footage, but when I asked how long it would take, she only responded, “They’re still checking.” I waited almost 45 minutes with no proper communication, courtesy, or updates. She kept making calls but never addressed me politely or explained what was happening.

It was extremely frustrating and upsetting. Eventually, I had to raise my voice and say, “Ma’am, can you please tell me how long this will take? I flew here from New York City to visit Puerto Rico—do you really think I would steal products worth only $5? If there is such a strict policy, why not place security at every entrance instead of treating customers this way?”

In total, my wife and I ended up waiting nearly 1.5 hours without clear communication. This entire experience left us feeling disrespected and humiliated.

I understand that policies must be followed, but my concern is why customers are subjected to such treatment when the issue clearly stems from a lack of security at the entrance. I repeatedly explained that no one was there when I arrived. Instead of acknowledging this, I was left waiting endlessly without being told how long the process would take.

I hope you will take this complaint seriously and address both the customer service issue and the need for proper procedures so that other customers do not go through the...

The place is very run-down, with employees blocking pathways in the hallways before 11, the hour they officially close. At the self-checkout, an employee invaded my personal space in the packing area of the register. I politely asked him to give me some space so I could pack my things, but he refused, started yelling at me, and called security. He only backed off after security responded, but at no point did he attempt to de-escalate the situation.

The employees at Panda Express were also shouting at me aggressively from behind their closed fence, and one of them even started banging on the fence as if he was trying to get to me.

Later, I had to return to the cashier station because some ladies told me I had left my phone. When I went back to the self-checkout, Juan, the employee who escalated the situation earlier, had my phone and refused to return it. I had to ask him over four times before he finally gave it back.

As I tried to leave, security arrived and attempted to grab my arm. I reminded him that he had no legal right to touch me and asked him to let go. In response, while I was holding a book and a gallon of milk, he sucker-punched me in the face. I attempted to take off my backpack, which contained a 20-pound bag of cat litter, but the Universal Allied security officer punched me again.

Knowing I had done nothing wrong, I stepped outside and called the police. After reviewing the store footage, the police agreed with me. Now, I can barely speak due to the pain and have a pending case against them.

This situation has severely impacted my life. My current job requires me to talk over the phone, which I cannot do until I recover. Additionally, I run my own business, where speaking is a crucial part of my work. I was on the verge of buying a place near Walmart, but now I'm afraid to do so since I can’t earn the income I had projected. They effectively pushed me out of my deal.

Now, I’m scared to step into that Walmart again. The worst part is that I rely on certain products that only Walmart carries at the best prices, so now I have to travel out of town just to get...

I was really impressed with this Walmart. They have made such an efficient use of space. When you park it is on a parking garage ABOVE the store. So you don't need to walk far and leave your car in the hot sun. When you get on the Elevator there is a security guard that checks your receipt as you leave. This made the parking area not only secure, but gave a sense of safety. The elevators are humongous. You could probably fit 10 people, including their futurisitc looking carts, and room enough for grandma.

The store is two stories, with the grocery store portion on the bottom and most other departments on the second floor. As I was coming down the elevator I thought, "Man, it would have to be so annoying though, to do your grocery shopping and have to come onto the elevator with all your groceries just to buy that last item you always need." In most Walmart's it's the outdoor section ALL the way on the other side of the store. Here, it's on the second floor. But, as a I walk off the elevator, there it was... the largest people mover I have seen. It's like being at the airport, in style. It's a very inclined rubber "escalator" that allows you to easily get on with your shopping cart

I only used the MoneyCenter when I went, but it was a good experience. The clerk was knowledgable, kind, and very quick. She explained the Money Order process very simply, since I had never done one before.

Needless to say, I will be coming back here very soon, if not just to try out the moving sidwalk, then to eat at the...